Assistant Manager

ExlService Holdings, Inc.; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

ExlService Holdings, Inc. in Pune, India, is seeking an experienced operations professional to manage Calls, Chats and Emails, ensuring efficiency and SLA delivery across the floor.

You will coordinate with planning, training and onshore teams, drive process improvements, monitor attendance and performance, and lead recruitment and performance reviews to motivate Advisors and Process Leaders. The role requires strong leadership, process discipline and the ability to liaise with multiple

Responsibilities

• Manage the Calls, Chats and Email operations with the desired efficiency and effectiveness
• Ensure relevant processes are followed on the operational floor
• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
• Liaise with Business Planning & MI team where required for resource planning and optimum utilization
• Manage and optimize workflows (pipeline and individual work queues)
• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance
• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality
• Execute any relevant business transformation activities within the team
• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills
• Report on team performance, customer/client feedback and all daily operational activities
• Liaise, coordinate and manage relationships with other departments and onshore teams
• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team
• Co-ordinate with internal support functions to help resolve issues for the team
• Participate in the recruitment process of new advisors
• Implement the rewards and recognition program to motivate the team to perform better
• Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders

Job description

ROLES & RESPONSIBLITIES:

• Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness
• Ensure relevant processes are followed on the operational floor
• Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs
• Liaise with Business Planning & MI team where required for resource planning and optimum utilization;
• Manage and optimize workflows (pipeline and individual work queues)
• Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance;
• Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality;
• Execute any relevant business transformation activities within the team;
• Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills;
• Report on team performance, customer/client feedback and all daily operational activities;
• Liaise, coordinate and manage relationships with other departments and onshore teams;
• Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team;
• Co-ordinate with internal support functions to help resolve issues for the team;
• Participate in the recruitment process of new advisors;
• Implement the rewards and recognition program to motivate the team to perform better;
• Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders